Deskside Services

Description of role and key responsibilities Provide desktop technical support of the end user estate. Ensure that all emails, calls and walk-ups are logged in the ITSM system for incident/requests/problems. Ensure completion of Incident, Request and Task tickets within agreed SLA's. Ensure a high level of customer service is delivered to end users and ensuring that Key performance indicators are met. Enhance Knowledge Management within the team by documenting tasks, resolution procedures, known errors, system documents, policies/procedures, knowledge base articles and ‘top tips' Troubleshooting and resolving front line issues and queries Work on ad hoc projects. Strong analytical and problem-solving ability. Able to work under pressure and keep focus and calm Providing support across regional offices Must‑Have Skills – Desktop Support Enterprise Desktop / Deskside / Site / Trade Support experience Strong hands‑on knowledge of Windows OS, Outlook, Microsoft Office Experience with ServiceNow (Incident, Request & Asset Management) Hardware troubleshooting and EUC device support Experience supporting business‑critical or trading users Knowledge of Start of Day (SOD) activities Exposure to trading applications / terminals (e.g., NEAT / NEAT Plus or similar) Ability to provide real‑time support during trading hours ITIL‑based Service Desk process understanding Vendor coordination and basic network/telecom awareness Strong communication, ownership, and ability to work under pressure On‑site role with flexibility for early/late shifts as required for trade support Core skills and knowledge Experience supporting Windows in a corporate environment Working knowledge of Windows 10/11 in an enterprise environment Experience in the use of a helpdesk ticketing / workflow system would be preferable but not essential Good working knowledge of Microsoft Office 365 suite Experience with Azure AD and Entra ID Ability to support of Wi-Fi devices, e.g. iPhone, Android & iPad Ability to troubleshoot PC / Laptop hardware and printer issues Experience supporting a Multi-User enterprise environment Good working knowledge networking DNS, DHCP, IP and VPN Excellent team player, highly motivated, ambitious and flexible Good written and verbal communication skills Any other attributes that would be helpful, but not essential for the role. Having experience in the financial sector, particularly on a Trade Floor, can be highly advantageous for the Desktop role. This background equips candidates with a unique understanding of the fast-paced and high-pressure environment typical of financial institutions. It also means they are likely familiar with the specific IT needs and challenges faced by traders and other financial professionals. Such experience often involves working with complex financial systems and applications, which can be a significant asset in troubleshooting and resolving technical issues quickly. It also suggests that the candidate is adept at prioritising tasks and managing multiple requests simultaneously, ensuring that critical issues are addressed promptly. What's in it for me? At Investec, you'll be empowered to bring your authentic self, contribute new ideas, and grow alongside colleagues who share your drive for excellence. You will be part of a collaborative and creative culture where we encourage and are committed to sustainability across our global business. You will share in our purpose of creating enduring worth and together, we'll achieve things tomorrow that hardly seem possible today